Introduction
Gorgias is a helpdesk built for ecommerce stores, and Shopify stores most of all. It pulls tickets from email, chat, SMS and social channels into one inbox and shows the customer's orders next to the conversation. It also sells an AI Agent that answers tickets on its own. Most people looking at Gorgias are asking two things. Will the Shopify integration save agents time? Will the AI Agent take enough tickets off the queue to pay for itself?
This review covers what Gorgias says the product does, what its pricing page shows as of October 2026, and what outside sources say about its automation claims. scored.tools gives Gorgias an overall rating of 6.4/10. The inbox and integrations score well. Pricing value and the gap between claimed and measured AI resolution pull it down.
Key Features
Unified inbox across channels
Gorgias brings email, live chat, SMS, WhatsApp, Instagram and Facebook into one queue. A small team doesn't have to split up who watches which app, and a customer who DMs on Instagram and then emails ends up in one view. Most ecommerce helpdesks have some version of this, so the channel list is the real point of comparison, and Gorgias covers the channels DTC brands actually use.
Native Shopify integration
This is the main reason to pick Gorgias. Per the vendor, agents see Shopify order, customer and product data inside the ticket, so they can check an order's status or details without switching to the Shopify admin. For a store where most tickets are some form of "where is my order", the time saved on each one adds up across the month.
300+ integrations
Gorgias lists more than 300 integrations, including Recharge for subscriptions, Klaviyo for email marketing and Yotpo for reviews. If your stack already runs on those tools, support agents can see subscription status or marketing history without asking for access to more dashboards.
AI Agent
Gorgias says its AI Agent is pre-trained on more than 1 billion conversations. It answers and resolves tickets without a human, and it is billed per automated interaction (details in the pricing section). The vendor has promoted automation rates around 60%. Outside numbers are lower. A benchmark published by aissist.io puts overall resolution at 25 to 30%. One study cited in our criteria data found 64% of order-status queries resolved, which fits the pattern you would expect: high resolution on simple, data-lookup questions and much lower across the full mix of tickets.
The practical reading is that the AI Agent probably handles order tracking well, since the answer sits in Shopify data it can read. Returns disputes, product questions with nuance and angry customers are a different matter. Budget on the lower figure until your own ticket mix proves otherwise.
API
Gorgias has a documented API. Our tool data lists a limit of 4 requests per second on higher plans. The current pricing page lists "HTTP/custom integrations" as a feature without saying which plan includes it, so check with sales if custom integrations are part of your plan.
Pricing Breakdown
Gorgias publishes its prices, which beats "contact sales" for anything below enterprise. Billing is tied to ticket volume, and every plan has a monthly ticket allowance with per-ticket overage. These are the main figures on the Gorgias pricing page as of October 2026:
| Plan | Monthly billing | Annual billing (per month) | Tickets/month | Included AI interactions | Overage per ticket |
|---|---|---|---|---|---|
| Starter | $10 | Not offered | 50 | 30 | $0.40 |
| Basic | $60 | $50 | 300 | 30 | $0.40 |
| Pro | $360 | $300 | 2,000 | 190 | $0.36 |
| Advanced | $900 | $750 | 5,000 | 530 | $0.36 |
| Enterprise | Custom | Custom | 5,000+ | Custom | Custom |
There is one inconsistency. The same pricing page also contains a second set of figures: Basic at $77, Pro at $471 and Advanced at $1,227 per month. Our tool data, recorded in late September 2026, listed Pro at $471 annual and $550 monthly, and Advanced at $1,227 annual and $1,430 monthly. Get the number in writing on your quote before you commit.
AI Agent costs
The pricing page says the AI Agent is usage-based and available on every plan. It costs $1.00 per automated interaction on monthly contracts and $0.90 on annual ones, with overage above the included allowance at $1.50 per interaction. Each automated interaction also counts as a helpdesk ticket, so an AI-resolved ticket uses up your ticket allowance as well as costing the AI fee.
Here is how that works out using the vendor's published rates. A Pro store at 2,000 tickets a month that lets the AI Agent handle 500 of them uses its 190 included interactions and pays for the remaining 310. At the $1.50 overage rate that is $465 on top of the plan, before any ticket overage. If resolution comes in at the 25 to 30% the aissist.io benchmark reports instead of 60%, you pay for the AI and still staff for most of the queue.
Free trial, no free tier
There is no free plan. The pricing page offers a 7-day trial with all features and no card required. Seven days is short for judging an AI agent on real ticket volume, so connect your live store and channels on day one if you trial it.
Pros & Cons
Pros
- Deep Shopify integration. Order, customer and product data inside the ticket is the strongest part of the product.
- Many channels in one inbox. Email, chat, SMS, WhatsApp, Instagram and Facebook in a single queue.
- Strong user ratings. 4.6/5 on G2 across 547 reviews and 4.5 on the Shopify App Store across 516 reviews.
- Published pricing. You can model costs before a sales call, even if the page needs a second check.
- Wide integration list. 300+ apps, including the common DTC tools like Recharge, Klaviyo and Yotpo.
Cons
- Costs climb fast with volume. The jump from Basic to Pro is large, and per-ticket plus per-interaction billing adds up at scale.
- AI resolution claims are contested. An independent benchmark from aissist.io shows 25 to 30% resolution against the vendor's 60% figure.
- AI tickets are charged twice. Automated interactions count as tickets and also carry their own fee.
- No free tier. The only free option is a 7-day trial.
- API access is plan-dependent. Our data ties the 4 requests per second API to higher plans, and the pricing page doesn't make the plan boundary clear.
Score Breakdown
| Criterion | Score | Why |
|---|---|---|
| Output quality | 7/10 | Strong G2 and Shopify App Store ratings; AI resolution varies widely by query type. |
| Ease of use | 7/10 | Native Shopify setup and 300+ integrations, with docs available. |
| Pricing value | 5/10 | Low entry price, steep climb with ticket volume, no free tier. |
| API & integration | 7/10 | Documented API at 4 requests per second on higher plans, plus a large integration list. |
| Problem fit | 6/10 | Inbox and AI Agent are delivered, but measured resolution trails the vendor claim. |
| Overall | 6.4/10 |
Who Is It For
Gorgias fits Shopify brands handling a few hundred to a few thousand tickets a month, where most questions are about orders, shipping and returns. Those stores get the most from order data inside the ticket. If your stack already includes Recharge, Klaviyo or Yotpo, the integrations cover a lot of what a support team needs to see.
It is a weaker fit if you sell on a platform other than Shopify, since the Shopify integration is the main selling point. High-volume stores should do the maths carefully. Per-ticket billing that looks cheap at 300 tickets becomes a real line item at 5,000, and AI interaction fees stack on top. Very small stores on Starter get 50 tickets, which a single busy week can use up.
Verdict
Gorgias is a reasonable choice for Shopify brands that want support conversations and order data in one place, and its user ratings back that up. The inbox and Shopify integration are the reasons to buy. Treat the AI Agent as an add-on for order-status questions, not a replacement for staff. Plan on the 25 to 30% resolution range the aissist.io benchmark reports and count any result above it as a bonus.
Our recommendation: if you run on Shopify, use the 7-day trial with your live store connected, then price your actual monthly ticket count and expected AI interactions against the plan table before signing an annual contract. Ask sales to confirm which price set applies, because the pricing page currently shows two. If you aren't on Shopify, or your volume is already past 5,000 tickets a month, get competing quotes before you commit.
